Years of experience: 30

Customer ResearcherConsulting

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Heather's Career Path
Vice President, Customer Experience ResearchJan. 2009 -
Present
Media Barn, Inc.Vice President, Customer Experience Research
Arlington, VALead end-to-end strategic research for high-impact clients. Oversee full lifecycle of research engagements across healthcare, government, education, nonprofit, and media sectors. • Scaled CX research offerings from individual contributor to VP, managing teams and consultants. • Conducted 5,000+ qualitative sessions worldwide; lead complex generative and evaluative studies. • Design frameworks...
Market Research ManagerJan. 2001 -
Jan. 2003
GlobalEnglish CorporationMarket Research Manager
• Conducted rigorous UX and customer research to inform enterprise product redesign. • Built scalable survey programs to support sales and product decisions.
Market Research ManagerJan. 1998 -
Jan. 2002
Central Garden and PetMarket Research Manager
• Hired and trained a nationwide group of moderators which reduced average study timeline by 50% and saved $40K annually.

Heather's Posts

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    How I can help you

    I empower organizations to make informed decisions by bridging gaps in customer understanding. From clarifying needs to resolving internal disputes and identifying friction points, I provide actionable insights to validate and refine strategies.

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    People I am looking for

    - Digital health & healthcare services - SaaS & platform companies - Financial services & fintech organizations - Government & civic institutions - Professional services & B2B organizations

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    Experience & Cases

    - Reduced onboarding confusion & boosted activation - Validated concepts to minimize launch risks - Identified trust gaps & usability issues - Grounded decisions in customer evidence - Translated fragmented data into actionable insights

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    How to contact

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    About

    Key Skills & Achievements: - UX Research expertise - CX Strategy development - VoC insights - Proficient in Mixed Methods Research - Expert in Journey Mapping

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    Cases & Experiences

    Case Highlights: - Conducted 5,000+ global qualitative sessions - Built 3 research teams in varied settings - Advised on trust, access, and digital transformation - Managed multiple initiatives with minimal oversight

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    Work Order

    I help with: - Navigating ambiguous research findings - Providing clarity for teams quickly - Supporting decisions with potential risks

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    How to contact

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